An Explanation of CPCNH's Customer Refresh Policy

Updated: 4-7-2026

This overview explains CPCNH’s customer refresh process, including why periodic enrollment is necessary, how it works, and what it means for customers and member communities. Use Print Post (3 dots in top right corner) to print entire post.

What is a Refresh?

A periodic enrollment of new electric accounts into an active Community Power Program.

Why is a Refresh necessary?

A Community Power Program is classified under RSA 53-E as replacing the Utility default supply service, but it is not administered that way by the Utilities.

When a home or place of business is vacated, the new occupants must sign up for an electric service account with their Distribution Utility. They will be issued a new account number and will be enrolled in the Utility’s supply program.

Unless they take action to sign up for Community Power or contract with another third-party supplier, they will remain on Utility supply.

So, over time, the total number of customers participating in the Community Power Program will go down, unless a “refresh” is conducted. We call this “customer attrition” and it has a significant impact upon participation rates. Without regular refreshes, a Program can see upwards of 10% reduction annually.

How do we prepare for a refresh?

• We contact the Utility and receive updated customer lists.

• We create mailers, customized for each Member City, Town or County that explain clearly what is happening and what options customers have.

• We send these out at least 30 days before automatic enrollment.

• From a customer perspective, the experience is the same as initial enrollment.

Can mailers be customized?

There is currently one template that is utilized for all mailers. This is the most efficient and streamlined approach operationally, and we strive to maintain consistent messaging.

Are all customers automatically enrolled?

No. Mailers will only be sent to new customers on Utility default. They will only be enrolled if they take no action before their meter read date.

Customers who have recently returned to their utility default energy service from a third-party supply option will receive similar notices.

Customers who have previously opted out of Community Power will not be notified or enrolled.

Customers who have opted out on one account but opened a new one for some reason will not be excluded.

Customers with existing third-party contracts or net metering systems are not automatically enrolled. However, they can choose to opt in through the CPCNH portal or by contacting customer service if they wish to participate.

How often is a refresh done?

CPCNH adopted a New Customer Refresh Noticing & Enrollment Policy in 2025.

The Policy states that… the CEO or their designee, in consultation with the Portfolio Manager and Risk Management Committee, is responsible for determining the timing and cadence of new customer refresh noticing…

The policy includes local control options by which CPCNH members may provide criteria to CPCNH to guide periodic customer refreshes of their Community Power program.

Reasons to support a regular refresh schedule include:

1. Your Community Power Program is the Default Provider

   1. Maintain your municipality’s status as the default electricity supplier.

   2. The refresh process ensures that eligible customers, those who recently opened electric accounts, are automatically enrolled in the Community Power program, unless they’ve previously opted out. 

2. Higher Participation Supports Cost Savings for All

   1. Increased enrollment spreads fixed costs, strengthens group purchasing power, and helps provide rate relief. This is one of the key ways in which CPCNH delivers long-term value and stability to member communities. 

3. Customers Retain Full Choice and Flexibility

   1. Notices sent to customers explain their options clearly. The mailer provides them with information that they might not be aware of otherwise.

Member Representatives Can Support the Process

• Help share accurate information locally

• Utilize the Member Services team for support 

• Include CPCNH resources/talking points on municipal websites and newsletters